Today’s digitally-savvy consumers are increasingly sophisticated. They demand exceptional service when and how they want it. This requires call center operations to offer their services, products and support through a variety of different channels. Whether your customers are reaching out to you by phone, web, mobile, email, chat, video or social media, they expect you to have the information they need, and they want you to give it to them quickly and accurately so they don’t have to contact you again for the same thing.
Quality Service Solutions is a contact center consulting firm that specializes in helping call center management teams of all sizes develop their customer access strategy, customer experience strategy, recruiting & hiring programs, training & development plans, performance management processes, contact center technology road maps, and workforce management solutions to ensure that their contact centers are operating as efficiently as possible while delivering exceptional customer experiences. Our team of contact center professionals has the expertise to provide cost-effective and actionable solutions to improve contact center performance, increase revenue, improve customer satisfaction, increase employee satisfaction and realize a return on investment. Some of our more common projects include:
We help ensure you are offering targeted and relevant products, services and solutions to your customers by helping you align strategically based on enterprise goals and customer requirements.
We offer hands-on support, training and consultation for optimizing or implementing best-in-class workforce management programs:
We help you design programs that focus on developing leaders capable of communicating performance objectives, identifying performance gaps, analyzing the root cause of performance opportunities, and developing coaching plans that improve performance.
We help our clients understand their customers’ requirements, preferences and aspirations for service, through the structured collection and analysis of customer data.
We take a holistic look at your entire contact center organization that focuses on refining and streamlining. Typical areas of focus include:
We understand the operational benefits attainable through contact center technologies and have the expertise to guide you through the process whether it is: